Director of Client Insight
2 weeks ago
As a key member of our Client Experience team, you will be responsible for conducting market and client research to gather insights through surveys, interviews, and studies. You will also analyze feedback and identify key themes and trends to better understand client needs and expectations.
">- Strategy:
- Define and implement a roadmap of initiatives aligned with centrally agreed directives on conduct and risk reviews.
- Adopt a client-obsessed mindset and deliver service excellence.
- Lead and represent the country in risk review sessions (as relevant).
Key Responsibilities include:
- Conduct market and client research to gather insights through surveys, interviews, and studies.
- Analyze feedback and identify key themes and trends to better understand client needs and expectations.
- Review complaints and translate client complaints and feedback into actionable improvements across processes, products, and services.
- Partner with cross-functional teams to design and deliver solutions that directly address client pain points.
- Prepare and maintain regular reports on client satisfaction, complaints, and experience metrics.
Requirements:
- 4+ years of experience in banking processes with familiarity in banking processes.
- Experience in market research and insights, and speaking to clients.
- Good writing and communication skills.
- Powerpoint.
- Excel (knowledge of Macros/Pivot) is an advantage.
Benefits include:
- Competitive salary and benefits package.
- Ongoing training and development opportunities.
- Collaborative and dynamic work environment.
Our ideal candidate has:
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
Apply now to join our team and take your career to the next level
.container {display: inline-block; vertical-align: top; width: 100%}.left {float: left; margin-right: 20px}.right {margin-left: 20px}Job DescriptionAs a key member of our Client Experience team, you will be responsible for conducting market and client research to gather insights through surveys, interviews, and studies. You will also analyze feedback and identify key themes and trends to better understand client needs and expectations.
Responsibilities- Conduct market and client research to gather insights through surveys, interviews, and studies.
- Analyze feedback and identify key themes and trends to better understand client needs and expectations.
- Review complaints and translate client complaints and feedback into actionable improvements across processes, products, and services.
- Partner with cross-functional teams to design and deliver solutions that directly address client pain points.
- Prepare and maintain regular reports on client satisfaction, complaints, and experience metrics.
- 4+ years of experience in banking processes with familiarity in banking processes.
- Experience in market research and insights, and speaking to clients.
- Good writing and communication skills.
- Powerpoint.
- Excel (knowledge of Macros/Pivot) is an advantage.
- Competitive salary and benefits package.
- Ongoing training and development opportunities.
- Collaborative and dynamic work environment.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
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